Team Leader

Job Description

We are seeking a proactive and experienced Customer Care Team Leader to oversee a team of customer service representatives and ensure outstanding service delivery. The ideal candidate will be responsible for team performance, coaching, escalation handling, and continuous improvement in service quality and customer satisfaction. Key Responsibilities:Team Leadership: Supervise and support a team of customer service representatives. Allocate tasks, set shift schedules, and manage daily team operations. Performance Management: Monitor individual and team performance against KPIs (e.g., response time, resolution rate, CSAT). Conduct regular performance reviews and provide constructive feedback. Coaching and Development: Train and mentor team members on product knowledge, communication skills, and customer service best practices. Identify skill gaps and coordinate additional training as needed. Customer Experience: Handle complex or escalated customer queries professionally. Ensure customer complaints are resolved promptly and effectively. Promote a customer-first culture within the team. Process Improvement: Identify trends in customer issues and propose solutions to improve processes. Collaborate with other departments (e.g., product, logistics, sales) to resolve cross-functional issues. Reporting and Documentation: Prepare regular reports on team performance and customer service metrics. Maintain accurate records of customer interactions and team activity. Qualifications and Skills:Proven experience (2–4 years) in a customer service role, with at least 1 year in a supervisory or team lead capacity. Strong leadership, communication, and interpersonal skills. Excellent problem-solving and conflict resolution abilities. Familiarity with CRM systems (e.g., Zendesk, Freshdesk, Salesforce). Ability to multitask and work under pressure in a fast-paced environment. Strong organizational and time-management skills. Customer-focused mindset with a passion for service excellence.